EmIl on account changed and cant set up my email account on my new phone

[Youngbag887]

Hi

To give you a bit of background I have been in hospital for nearly 4 months about 4 weeks ago while I was very ill and in and out on lucidity my mobile was pinch from hospital. All my details and emails online accounts were on the phone.

My daughter has sourced a new phone for me but we can't set up my ntlqorld.com address on to my email app on my phone and when I tried to sign into my account which was set up with my ntlworld email address has been changed to one of my Gmail addresses. I eventually got signed in but it won't let me change my email address back to the original address, can someone help? 

Kind regards 

Youngbag

[Akua_A]

Hi @Youngbag887 

Welcome to our community forums and thank you for your first post. Sorry to hear you are having issues when trying to reset your email. Recently we have asked customers to change specific emails when it comes to usernames for My VM. This is for security reasons and you can find out more here Just to confirm, are you still able to access the mail box for your NTL word email? 

Thanks,

[Youngbag887]

Hi Akua_A

Yes i can access my ntl email address but only through the vm website, I can't get it set up in an email program like Outlook because it doesn't recognise it and I have tried both imap and pop3. Please can my email be changed back from my Gmail to my ntl email address? It won't work the way it is.

Kind Youngbag

[Matthew_ML]

Sorry to hear this, so just to confirm you want to change your username on MY VM to the NTL email address is that right?

[Youngbag887]

Hi

Yes that is right, it has always been ntl, it got changed but I don't know how when I had trouble with a password.  Virginmedia took over ntl and took over all our emails but recently it seems like you don't want to support these email addresses anymore. 

Please can my account be returned to the ntl address.

Kind regards

Youngbag

[Youngbag887]

  hi this is what I am getting when I try to to sign my email address to Outlook on my new phone. Please help me get this sorted out now.

Kind regards

Youngbag

[Paul_DN]

Hi Youngbag887,

So we can try to help I have sent you an invite into a private chat, please click on the white envelope to accept.

Regards

Paul.

[Youngbag887]

I can not find a white envelope?

[Sabrina_B]

Apologies @Youngbag887, try under your profile icon.

Thanks.